ComplaintsforInternational Dairy Queen, Inc.

Carry Out Food

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Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Multiple times this past year I have purchased boxed "Buster Bars" which are made in our local Dairy Queen store, there is a picture on the box of what they should look like and how much each of them should weigh. They were drastically under weight (each of the six bars should weigh 5.75 ounces) the lowest weight was 4.1 ounces and the highest weight was 4.7 ounces, the other four bars fell in between those weights ( 4.3, 4.3, 4.4, and 4.5) which made the packaged weight more than 1/2 pound lighter than it should be! The box shows that they SHOULD also have a bottom layer of fudge with peanuts and a middle layer of fudge with peanuts, there is NO fudge, sometimes you might get a couple of peanuts in the bottom (I have pictures if needed). I have spoken with the manager and he said that they are being made properly. I have contacted Dairy Queen International TWICE and they have reached out to the store TWICE but they still refuse to follow protocol although the weights have improved a little (they are now weighing in at 5.1, 5.1, 5.2, 5.2, 5.5 and 5.5) however they are still falling short of the weights advertised on the box and there is zero fudge in them. It's false advertising and someone needs to protect the consumer from such a blatant disregard for the rules. Can you help?
Business response
06/26/2024
*** initially reached out to us on 5/22/24, we responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant. We have documented their additional concerns and responded to the fan directly.
Customer response
06/27/2024
I am rejecting this response because:
I have actually made 2 complaints, the first one was in August 2023, Dairy Queen International has responded both times relaying that the Franchise owner of the Terrace BC Dairy Queen has been notified of my complaint. BUT my concern is that the issue has NOT been resolved, they are still selling a product ten months later that is underweight and does not contain the ingredients it is supposed to contain.
Initial Complaint
06/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date/Time of Occurence:6/11/24@ 6:58pm My family and I purchased $39.78 worth of food..It was a late evening, and I had had a long day at work and was getting dinner. The employee forgot to give the sundae that comes w/the meal, and I called to go back and pick it up.Was informed due to company policy I had to bring back the ENTIRE meal..My kids had already started eating the food on the way home..I feel the company policy for this location is scamming consumers due to the consumer not wanting to return an entire meal for one mistake on the ticket ************* gets to re- sell the product that is accounted for in the original sale and gets double the profit for that inventory************* should re-evaluate their return policy for a case by case basis..Altougj the store is independently owned this is is bad business under the Dairy Queen brand name..This store is abusing the return policy and caus8ng the consumers to unknowingly suffer .
Business response
06/14/2024
*** initially reached out to us on 6/11/24, we responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant. We have documented their additional concerns and responded to the fan directly.
Initial Complaint
04/29/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Can't get in contact with any department of dairy queen Canada. Email doesn't respond. Form Can't be filled out keeps saying not filled out properly. When trying a different way just sends me back to the same form?just have a simple question for them and there making it impossible?
Business response
05/03/2024
We are sorry the fan has been unable to submit an inquiry using the Contact Us form on our website. We recommend the fan clears the cookies and cache on their browser and tries again. If that does not work, we recommend trying a different browser. All required fields on the form must be filled out to submit an inquiry. The fan may also call our corporate Fan Relations contact center team at **************. We are available Monday through Friday from 9:00 AM to 9:00 PM Central Time and Saturday and Sunday from 10:00 AM to 6:00 PM Central Time.
Initial Complaint
04/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I stopped in the drive though of the restaurant in ******************** and asked for a chocolate shake on 4/17/2024. The man at the register said that the machine is down. I proceeded to inquire if there is one machine or more than one. He said more than one. The machine should be up and running for business hours of operation. He replied in a rude manner well We cant always and working 50 hours and if we can trade places then the answer is no. I was just asking about this. This is not the correct way to handle business.
Business response
04/19/2024
Documented fan's comments and responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant.
Initial Complaint
02/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have tried getting my W-2 from Dairy Queen in International Falls. They changed ownership at the end of 2023. I have left an address change twice in January for the new GM to mail my W-2 to my new address. The General Manager said she had mailed it out 1 month ago, but my old address on my W-2 is return to sender for the time being. They then said to get ahold of the old owners, which I did, and they have not responded to me and that was 5 days ago. Other people who worked there and quit like I did have gotten their W-2's. I have sent the old owners an address change and have let them know that the address on it is return to sender.
Business response
02/20/2024
Documented fan's comments and responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant.
Initial Complaint
12/22/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered my food , as I waited, I observed the worker wearing plastic gloves, which she then handled cash,cards,and without changing them, handled my food.
91 ************
**********
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55767
Business response
12/22/2023
Thank you for bringing this to our attention. We have documented our fan's concerns and routed them to the independent franchise owner of the restaurant visited. We have replied directly to our fan to relay steps taken.
Initial Complaint
11/27/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called five days ago to make a complaint against the Dairy Queen. I was having issues with in ***************. I made the complaint and they told me the franchise owner would reach back out but has not. I spent $32 and it was missing a lot of my food and the manager on duty was very rude and cussed me multiple times.
Business response
11/27/2023
*** initially reached out to us on 11/20/23, we responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant. We have documented their additional concerns and responded to the fan directly.
Customer response
11/27/2023
I am rejecting this response because:

They should have the owner contacted me by now and I have gotten nothing
Business response
11/28/2023
We have documented their concerns and responded to the fan directly. Additional concerns have been forwarded the independent franchise owner of that restaurant.
Initial Complaint
11/07/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have reached out by email and phone to still not get a resolution. My points were expiring on 11/5/23. I was going to use them that day after dinner after seeing they were there that morning and knowing it should be there until midnight. I was told they expired at 2pm not midnight but was never informed that specific hour of the day. I'm requesting that the 277 points be placed back in my app to be used.
Business response
11/07/2023
*** contacted us on 11/6/23, we responded to the fan regarding their concerns. We have documented their additional concerns and responded to the fan directly.
Customer response
11/07/2023
I am rejecting this response because:
They gave me the same response that points are expired and will not refund then even though I did not have a full day to use them. The points need to be refunded to my account please.

Business response
11/07/2023
We have documented their additional concerns and responded to the fan directly.
Initial Complaint
09/19/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Today on 9/18/23:I went in to the ****** location and I wanted to change my order after I placed the order. They refused to change my order. My order would have cost the same but they refused to refund my order and change my order saying I paid with a DQ gift card, whatever that meant. Good customer service would have made the order right and allowed me to change the order
Business response
09/19/2023
*** reached out to us directly on 9/18/23 by email. We have routed their concerns to the independent franchise owner of the restaurant they visited for resolution.
Customer response
09/19/2023
I am rejecting this response because:
I have not received any resolution

Business response
09/25/2023
Fan initially reached out to us on 9/18/23, we responded to the fan directly and forwarded their concerns to the independent franchise owner of that restaurant. We have documented their additional concerns and responded to the fan directly.
Customer response
09/25/2023
I am rejecting this response because:
I have not received any resolution
Initial Complaint
07/31/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered $45.38 dollars worth of cold food from the Dary Queen located in **********, ***** on July 29, 2023. The drive through line was a wait time of 37 minutes for cold food. The hamburger bread was stale and the meat was cold, I asked for mustard, they gave me a dot of mustard. Just totally disappointed. When I spend $45.00 dollars plus on fast food, I want the food to be hot. The telephone number on the receipt for the company does not work. The number is listed as ************. Account ID AACCLNWAJEB, time 7:28 :05 PM
Business response
07/31/2023
Fan reached out to us directly and we responded to the fan on 7/30/23 by email. We have routed their concerns to the independent franchise owner of the restaurant they visited for resolution. We are following up on that correspondence with the franchise owner of that restaurant to ensure they know the fan has reached out via the BBB.

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